Telephone Operator

Job Purpose

Under the direction of the Supervisor, Office Services, the Telephone Operator is responsible to:

• Operates the Agencies PBX Switchboard.
• Provides information to enquiries regarding Divisions or Branches of the Agency to which they should be referred for attention.
• Receives and directs clients/customers to their destination and monitors the physical conditions in the reception area.
• Controls the use of the Switchboard, especially in Toll and Overseas calls.

Key Responsibility Areas

Technical/Professional Responsibilities

• Responds to telephone rings received through the Switchboard promptly and politely.
• Transfers or redirects telephone calls to the appropriate members of staff or unit.
• Makes telephone calls as required by staff members and ensures that authorised officers duly approve all toll and overseas calls in the Agency before they are made.
• Receives and records telephone messages in the absence of staff members and ensures they are delivered on the employee's return.
• Screens telephone calls for Senior Officers in the absence of their secretaries.
• Redirects visitors and telephone calls to other staff members when the occasion arises in the absence of senior staff members.
• Reports all faults involving the Agency's telephone line – Switchboard, Straight or Extensions- to the Supervisor, Office Services.
• Assists in providing the necessary information to the clients or visitors to the Agency in the absence of the Receptionist.  
• Maintains a record of all toll and overseas calls approved by authorised officers of the Agency and submits these to the Finance and Account Section through the Supervisor, Office Services monthly.
• Provides efficient and courteous reception of visitors and messengers to the Agency.
• Receives and directs clients and visitors to the relevant officer.
• Advises members of staff on the arrival of their visitors.
• Receives records and dispatches incoming mail for the division.
• Ensures that mail is dispatched to authorised bearers.

Customer Service Responsibilities

• Maintains customer service principles, standards, and measurements.
• Identifies and incorporates the interests and needs of customers in business process design.
• Ensures critical success factors are identified and meet expectations.

Other Responsibilities               

• Performs all other duties and functions as may be required occasionally.  
• May be required to provide witness statements, attend court proceedings, and give evidence. 
• Comply with Health & Safety Policies & Procedures.? 

Required Competencies

Core

• Exceptional written and oral communications.
• Excellent customer service skills.
• Ability to interact with people at all levels in a fast-paced environment.
• Excellent interpersonal and human relations skills.
• Demonstrate proper official conduct and etiquette.
• Ability to exercise initiative and judgement.
• Ability to handle people from diverse backgrounds and communication levels.
• Ability to get along well with staff members.

Technical

• Advanced IT skills concerning the Microsoft Office Suite Applications
• Ability to be pleasant and polite to all people.
• Comprehensive knowledge of the Agency’s business activities.
• Good knowledge and understanding of customer service techniques.
• Good working knowledge of the Agency’s core values principles, mission, and vision.

Minimum Required Education and Experience

• Five (5) CXC, including English Language and Mathematics.
• Training in Customer Service/Public Relations.
• Training in Telephone Operating.
• Experience operating the PBX System.
• At least one (1) year working experience in a similar capacity.

Special Conditions Associated with The Job

• Duties will be conducted in various offices outfitted with standard equipment and specialised software.
• Involves working in a fast-paced environment with ongoing interactions with critical stakeholders.
• Seated for extended periods in a confined space.